Introduction
Documenting verified outcomes systematically ensures you can demonstrate the tangible value your customers gain from your product. Gainsight provides powerful tools like Timeline, Customer Goals, and Success Plans to log and organize outcomes, making it easier to track progress and communicate ROI effectively. This article guides you on capturing verified outcomes using Gainsight tools.
Step 1: Use the Customer Goals Feature for Specific Outcomes
Leverage the Customer Goals feature to document and track measurable outcomes tied to customer objectives.
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Create Goals for Key Outcomes: Use Customer Goals to define objectives like efficiency improvements or revenue growth.
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Link Metrics to Goals: Document success metrics, such as percentage cost savings, to provide clarity and consistency.
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Collaborate with Customers: Align goals with customer feedback during check-ins or EBRs to ensure relevance.
Step 2: Log Verified Outcomes in Timeline
Document specific milestones and achievements in Timeline to maintain visibility across teams.
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Standardize Outcome Logging: Use a dedicated activity type like "Verified Outcome" in Timeline.
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Include Baseline and Achieved Metrics: Record both starting metrics and final results to show clear progress.
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Tag Related Goals: Reference linked Customer Goals for better alignment and tracking.
Step 3: Integrate Outcomes into Success Plans
Use Success Plans to track verified outcomes as part of broader customer objectives.
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Add Outcomes as Milestones: Incorporate key achievements into Success Plans.
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Align Outcomes with Actionable Steps: Ensure that milestones reflect specific actions taken to achieve goals.
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Share Updated Plans: Communicate progress with customers by sharing Success Plans regularly.
Step 4: Visualize Outcomes with Dashboards
Dashboards enable real-time monitoring and effective communication of verified outcomes.
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Build Outcome-Focused Dashboards: Use Dashboards to visualize outcomes like ROI trends or milestone completion rates.
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Segment by Goal Categories: Create widgets that group outcomes by goal type (e.g., cost savings, adoption improvement).
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Automate Reporting: Schedule automated reports to share dashboards with stakeholders regularly.
What’s Next?
The next step is to automate ROI tracking using Scorecards and Rules Engine, ensuring consistent updates and actionable insights.
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